Troubleshooting monitor configuration

The following topics provide information related to troubleshooting problems with monitor configuration and Central Monitoring Administration:

• • Enabling Central Monitoring Administration
  • Deregistering BMC ProactiveNet Child Server from Central Monitoring Administration
  • Logging in to Central Monitoring Administration with Single Sign-On integration
    • To unregister BMC Atrium Single Sign-On and register it again
  • Removing an Integration Service from Central Monitoring Administration
    • To delete an Integration Service entry from a BMC ProactiveNet Child Server
  • Removing multiple occurrences of BMC ProactiveNet Child Server from Central Monitoring Administration
  • Registration of the BMC ProactiveNet Child Server failed
  •  BMC ProactiveNet Integration Service add operation failed
  • Data collection does not started after applying a policy
  • Data Collection continues after a policy is deleted
  • Filter the collected metrics on the BMC PATROL Agent, blackout, PATROL thresholds
  • Develop a custom monitoring solutions and deploy it through Central Monitoring Administration
  • Activating a blackout policy on all the BMC PATROL Agents that are located in different time zones at the same time
  • The streaming indicator shows Partial Streaming On or Off instead of Complete Streaming On or Off

Enabling Central Monitoring Administration

Explanation: During the BMC ProactiveNet Central Server or a standalone BMC ProactiveNet Server installation, the Central Monitoring Administration is automatically enabled. For some unknown reasons if the Central Monitoring Administration is not enabled during the installation, you might have to manually enable it.

User response: Copy the BMC ProactiveNet Central Monitoring Repository files, 9.5.00_base-yyyymmdd-hhmmss.zip and 9.5.00_extended-yyyymmdd-hhmmss.zip (where yyyymmdd-hhmmss is the date and time of the repository image) files from your installation kit to the BMC ProactiveNet Central Server. Run the pw repository update command to enable the Central Monitoring Administration.

To enable Central Monitoring Administration, perform the following steps:

1. On the BMC ProactiveNet Central Server or the standalone BMC ProactiveNet Server, locate the base Central Monitoring Repository file (9.5.00_base-yyyymmdd-hhmmss.zip) on the BMC ProactiveNet Central Server.

2. On a command line, run the following command specifying a source directory path with the file name and the destination directory path:
   pw repository update "sourceDirectory" "destinationDirectory"
   
   

   Example

   pw repository update "C:\temp\9.5.00_base-yyyymmdd-hhmmss.zip" “C:\Program Files\BMC Software\ProactiveNet\pw\pproxy\depot_directory\bmc_products”

   Optionally, you can also apply the extended Central Monitoring Repository file (9.5.00_extended-yyyymmdd-hhmmss.zip) by running the pw repository update command again.

3. Run the following commands to enable Central Monitoring Administration and restart the server.
   pw cmadmin enable
   pw system start

4. To confirm that Central Monitoring Administration is enabled, open http://serverHostName/admin in a supported browser.

   serverHostName refers to the names of the BMC ProactiveNet Server on which you have enabled Central Monitoring Administration.

5. Log on to the Central Monitoring Administration using the following credentials:
   • User Name—admin
   • Password—admin

Deregistering BMC ProactiveNet Child Server from Central Monitoring Administration

Explanation: If a BMC ProactiveNet Child Server is registered to Central Monitoring Administration from the child server, you might not be able to deregister the child server from Central Monitoring Administration. Sometimes the child server’s FQDN resolves differently from the child server and Central Monitoring Administration.

User response: On the BMC ProactiveNet Child Server, run the pw cmadmin deregisterChildServer command to deregister the the child server from Central Monitoring Administration.

For details about the pw cmadmin deregisterChildServer command, see pw-cmadmin.

Logging in to Central Monitoring Administration with Single Sign-On integration

Explanation: When BMC ProactiveNet Server installation includes BMC Atrium Single Sign-On integration, but does not include BMC ProactiveNet Central Monitoring Administration, then after Central Monitoring Administration is enabled manually, you cannot log in to Central Monitoring Administration. The BMC Atrium Single Sign-On integration does not recognize Central Monitoring Administration and the following error messages are displayed:

User response: After Central Monitoring Administration is enabled, unregister BMC Atrium Single Sign-On and then register it again.

To unregister BMC Atrium Single Sign-On and register it again

On the BMC ProactiveNet Central Server, run the following command line interface (CLI) commands:

You can now log in to Central Monitoring Administration.

Removing an Integration Service from Central Monitoring Administration

Explanation: When a BMC ProactiveNet Integration Service is disconnected from a BMC ProactiveNet Child Server, the association continues to be displayed in Central Monitoring Administration. You might disconnect the service for maintenance or troubleshooting, or the service might appear disconnected if you have connectivity issues. If you want to permanently disconnect the Integration Service — for example, to associate it with another child server — you must delete the Integration Service entry from the original child server Administration Console.

If you do not delete the Integration Service entry from the original child server, Central Monitoring Administration continually tries to push policy configurations to the child server.

Furthermore, if the same Integration Service is associated with a different child server, the Integration Service is not displayed under the new server. If you reinstall an Integration Service, such as after a system failure, you must delete the original entry from the child server.

User response: Delete the Integration Service from the BMC ProactiveNet Administration Console on the original child server.

To delete an Integration Service entry from a BMC ProactiveNet Child Server

1. On the child server that is associated with the Integration Service, open the Administration Console.
2. On the Administration tab, expand the Root > Advanced Options > Agent folder.
3. Select the Integration Service host name that you want to delete.
4. Right-click the selected service and select Delete.

The Integration Service entry is no longer associated with the child server in Central Monitoring Administration.

Removing multiple occurrences of BMC ProactiveNet Child Server from Central Monitoring Administration

Explanation: A BMC ProactiveNet Child Server appears more than once in Central Monitoring Administration if the child server is registered more than once, and if the host name is resolved differently each time. For example, the child server host name might be resolved one way if registered through a pw cmadmin registerChildServer command that is run from the child server. The host name might be resolved another way if the child server is registered again through the same command, run from the BMC ProactiveNet Central Server.

User response: To prevent multiple occurrences of the child server from being displayed in the Central Monitoring Administration, perform one or more of the following tasks:

• Register the child server only during installation; do not register the server, again, through a pw command.
• Configure the host name resolution mechanism on the central server so that the child server’s fully qualified domain name (FQDN) is resolved the same way as when resolved from the child server. The registration process will then recognize that the child server is already registered, and will not enable the child server to be registered twice.

If the child server appears more than once in the Central Monitoring Administration Servers list, deregister both instances of the child server, resolve the FQDN issue, and register the server again. To deregister and register the child server with pw cmadmin deregisterChildServer and pw cmadmin registerChildServer commands, see pw-cmadmin.

Registration of the BMC ProactiveNet Child Server failed

If you cannot register a BMC ProactiveNet Child Server, verify the following settings:

• Apply the license on the BMC ProactiveNet Central Server.
• Provide the correct credentials.
• Check the host name and port.

For more details, see Configuring-Central-Monitoring-Administration.

 BMC ProactiveNet Integration Service add operation failed

Sometimes, the BMC ProactiveNet Integration Service add operation does not work if the BMC ProactiveNet Central Server is not able to resolve the host name of the BMC ProactiveNet Child Server. Therefore, to enable the BMC ProacitveNet Integration Service Add operation, you must verify whether both the Central Server and Child Server can ping each other. 

Data collection does not started after applying a policy

If data collection does not start after applying a policy, verify the following settings:

• Check if the Central Monitoring tag in the policy matches the agent. The tag on the BMC PATROL Agent has the following syntax:

   /AgentSetup/Identification/Tags/TAG/tagName=<tagDescription>

  If <tagDescription> is not provided, then the policy will not take effect. Use the description to provide some information about the naming of the tag. You can leave the description blank, /tagName="".

• Check if the tag set on BMC PATROL Agent matches with tag set in policy. Tags are case sensitive.
• Check the connectivity between the BMC ProactiveNet Central Server and the Integration service and the BMC PATROL Agent.
• Check the BMC PATROL Agent logs for the following:
  • Confirmation that the policy config has been received
  • Errors around the configuration provided in the policies (e.g. Bad password or port #)

For details about the BMC PATROL Agent, see BMC PATROL Agent version 9.0.00 Reference Manual. Log in with your BMC Support credentials.

Data Collection continues after a policy is deleted

Explanation. If a policy enables default monitoring (that is, monitor types in the solution that do not require inputs) and starts to collect data, then when the policy is disabled or deleted, default monitoring continues to collect data.

Workaround. Restart the BMC PATROL Agent to stop default monitoring.

Filter the collected metrics on the BMC PATROL Agent, blackout, PATROL thresholds

This capability does not exist in Central Monitoring Administration. Use PATROL Configuration Manager or PATROL Classic Console for this specific capability.

Develop a custom monitoring solutions and deploy it through Central Monitoring Administration

1. Create a custom monitoring solutions that conforms to the guidelines so that you can configure it with Central Monitoring Administration. For details, see Building a PATROL Knowledge Module Developers Guide from BMC Support website.

2. Import Custom Solutions to the repository. For details, see Managing-the-repository.
    The custom solution is displayed in Central Monitoring Administration.
3. Configure the monitoring solution like any other, using Central Monitoring Administration.

Activating a blackout policy on all the BMC PATROL Agents that are located in different time zones at the same time

A blackout policy becomes active during the specified time frame according to the time zone of each BMC PATROL Agent, so the blackout policy might not be applied on all the BMC PATROL Agents that are located in different time zones at the same time. It is applied on each BMC PATROL Agent only when the time on the agent computer matches the specified time frame.

If you want to activate a blackout policy on all the BMC PATROL Agents that are located in different time zones at the same time, you must configure different policies for each time zone.

The streaming indicator shows Partial Streaming On or Off instead of Complete Streaming On or Off

Explanation: When a monitor has a mix of active and inactive parameters, the streaming indicator shows Partial Streaming On or Off instead of Complete Streaming On or Off in the Operations Console.

User response: To get the information from the Agent, perform the following steps from the Query Agent screen in Central Monitoring Administration:

1. Type the following command in the Command box:
   print(get(“/<application class name>/<instance SID>/<PATROL parameter name>/active”));
   Press Enter or click Execute.
2. If the result is "", the parameter is not active.
   If the result is 1, the parameter is active.
3. If the result of the above command is 1 but there still is no data, query the parameter's status:
   print(get(“/<application class name>/<instance SID>/<PATROL parameter name>/status”));
   If the result is “OFFLINE”, the parameter is active but value is not set from the start of the parameter creation.
   If the result is "", the parameter is not active.